Technical Support Engineer - 10378

coupa-software-inc-ats-1; Pune District; On-site; INR 600,000 - 1,200,000; Full time

Benefits offered by this job

Global Wellness Days

Birthday Time-Off

Volunteer Time Off (VTO)

Employee Assistance Program (EAP)

Business Travel Protection

Job summary

Coupa Software Inc. in Pune, India, is seeking a Technical Support Engineer to support our enterprise customers on the cloud-based platform. You will join a dynamic global team focused on exceeding customer expectations and enabling their success.

The role requires quick learning, strong Linux/Unix and web tech skills, excellent communication, and the ability to troubleshoot using SQL and logs. You will work 24x5 with on-call weekends and contribute to knowledge bases and training efforts.

Qualifications

• Fast learner in a fast-paced enterprise support role with 4–6 years of experience.
• Excellent written and verbal communication across organization levels.
• Technical background in Linux/Unix and web technologies.
• Ability to read databases using SQL and analyze log files for troubleshooting.
• Willing to work in a 24x5 environment including on-call weekends.

Responsibilities

• Provide second level of techno-functional support on Coupa enterprise solution (including power apps and acquired products) and associated business understanding.
• Develop understanding of how customers do business and the role of our products in it.
• Handle customer issues and escalations for production environments across Severity levels.
• Gather and record detailed information from customers to assist in problem identification and resolution, exercising independent thinking in troubleshooting.
• Provide case status and next steps to the customer and management according to Support SLAs.
• Work with Integration, Operations, Engineering and Customer Success to ensure strong customer satisfaction.
• Create and contribute to knowledge articles in Coupa’s knowledgebase.
• Keep up to date on training through CoupaU and complete 100% of required certifications.
• Read, analyze, and comprehend functional documentation in line with Coupa’s product releases.

Skills

Enterprise support 4-6 years

Communication skills

Linux/Unix

XML/HTML

SQL

Procurement domain

Web servers & DBs

Scripting

On-call weekend

Job description

Coupa makes margins multiply through its community-generated AI and industry-leading total spend management platform for businesses large and small. Coupa AI is informed by trillions of dollars of direct and indirect spend data across a global network of 10M+ buyers and suppliers. We empower you with the ability to predict, prescribe, and automate smarter, more profitable business decisions to improve operating margins.

Why join Coupa?

Pioneering Technology: At Coupa, we're at the forefront of innovation, leveraging the latest technology to empower our customers with greater efficiency and visibility in their spend.

Collaborative Culture: We value collaboration and teamwork, and our culture is driven by transparency, openness, and a shared commitment to excellence.

Global Impact: Join a company where your work has a global, measurable impact on our clients, the business, and each other.

Learn more on Life at Coupa blog and hear from our employees about their experiences working at Coupa.

The Impact of Technical Support Engineer to Coupa:

As a Technical Support Engineer, you will be pivotal in supporting enterprise customers utilizing our cloud-based platform, contributing to a dynamic global team dedicated to exceeding customer expectations and fostering their success.

In this role, you will leverage a curious and sharp technical acumen to provide customers with expert guidance on best practices.

What you will do:

• Provide second level of techno-functional support on Coupa enterprise solution (including power apps and acquired products that are assigned to the product vertical) and associated business understanding.
• Develop an understanding of how our customers do business and what role our products play in that business.
• Proficiently handles customer issues and escalations for production environments within guidelines across Severity levels.
• Gathers and records detailed information from customers to assist in problem identification and resolution, exercises independent thinking in trouble-resolution skills.
• Provide case status and next steps to the customer and management according to Support offerings Service Level Targets.
• Work with other business units, including the Integration team, Operations, Engineering and Customer Success, as required ensuring strong customer satisfaction.
• Create and contribute to the development of knowledge articles in Coupa’s knowledgebase.
• Keep up to date on Training through CoupaU and complete 100% of all required certifications.
• Read, analyze, and comprehend functional documentation in line with Coupa’s product releases

What you will bring to Coupa:

• Must be a fast learner, self-motivated, and able to work in a fast-paced environment with at-least 4 to 6 years of Enterprise support experience.
• Possesses excellent written and verbal communication skills at all levels of an organization, internally and externally.
• Technical background in Linux, Unix and other Operating Systems.
• Skilled in using XML, HTML and other Web technologies.
• Ability to read database tables using SQL queries, and log files thus enabling effective troubleshooting and fast resolution of customer issues.
• Understanding the Procurement domain will be an added advantage.
• Understanding of Web servers, Application servers and Databases (preferred).
• Knowledge and understanding of scripts will be an added advantage.
• Willing to work in a 24x5 environment including On-call support for weekends.

At Coupa, we are 100% committed to creating and nurturing an environment that supports your physical, mental, and community well-being . We offer a comprehensive suite of benefits designed to help you and your family thrive:

Global Well-Being Perks (For All Employees Globally)

• Global Wellness Days: Enjoy two designated, company-wide paid wellness days off each year (typically the first Friday in March and the last Friday in September) so the entire global team can unplug, step away, and recharge together .
• Birthday Time-Off: Celebrate your day! Coupa provides a paid day off on your birthday or another day of your choice within your birthday month .
• Volunteer Time Off (VTO): Giving back is in our DNA. We offer 40 hours of paid VTO annually to support the community initiatives and volunteer programs you are passionate about .
• Employee Assistance Program (EAP): Access free, confidential, 24/7/365 counseling and resources for emotional support, work-life solutions, financial advice, legal guidance, and support for new parents .
• Business Travel Protection: Travel with peace of mind. Zurich Travel Assist provides medical, safety, pre-trip planning, and emergency support during any business travel .
• Referral Bonus Program: Share the Coupa experience! Receive generous monetary referral bonuses when you successfully refer talented friends or acquaintances who are hired into open roles .

Please note: In addition to these global well-being perks, Coupa offers highly competitive, location-specific benefits packages (which include comprehensive medical/dental insurance, retirement/pension plans, and life or accident protection) tailored to your primary work location. Your recruiter will walk you through the specific regional benefits package for this role during the interview process.

Coupa complies with relevant laws and regulations regarding equal opportunity and offers a welcoming and inclusive work environment. Decisions related to hiring, compensation, training, or evaluating performance are made fairly, and we provide equal employment opportunities to all qualified candidates and employees.

Please be advised that inquiries or resumes from recruiters will not be accepted.

By submitting your application, you acknowledge that you have read Coupa’s Privacy Policy and understand that Coupa receives/collects your application, including your personal data, for the purposes of managing Coupa's ongoing recruitment and placement activities, including for employment purposes in the event of a successful application and for notification of future job opportunities if you did not succeed the first time. You will find more details about how your application is processed, the purposes of processing, and how long we retain your application in our Privacy Policy.